Customer Service Representative - Parking Authority of Baltimore City

City of Baltimore, MD - Baltimore, MD4.0

Class Description

Job Title: Customer Service Representative
Position Reports to: Manager, Residential Permit Parking
Department: Operations Salary: $14.42 per Hour
Division: On-Street Parking FLSA Status: Non-Exempt
Section: Residential Permit Parking: Pay Grade: A03
Work Location: 200 West Lombard Street, Suite B Employment Type: Part-Time

Job Summary

The Customer Service Representative's (CSR) primary focus is to serve our customers as a parking associate expert. The CSR utilizes customer service skills & parking professional knowledge to assist customers navigate the process of acquiring residential parking permits. Assistance is provided in-person, over the phone, or via email.

Essential Duties and Responsibilities
Performs community outreach work by way of customer education;
Educates the public about permit eligibility and the process of the RPP program;
Maintains relations and open communications with our 46 community groups partnering with our agency on their Parking Plans;
Processes permit and renewal applications to ensure accuracy and completeness;
Completes work, such as but not limited to: maintaining permit program database; prepares, processes and balances daily work sheets for deposits by the following business day; reviews permit applications and sells permits. When selling permits, customer checks, money orders, and credit cards are routinely handled;
Assists with special project support to supervisor and colleagues;
Runs custom reports for special projects with the permit management system; reviews outreach documents which reach tens of thousands of customers annually; reviews and interprets city parking laws, organizes and formats data in excel for exporting into a variety of computer software systems such as GIS mapping;
Supports work to issue special permits for unique parking situations;
Coordinates communication and working tasks between city agencies, non-profits, churches and quasi-public nongovernmental organizations;
Supports Inventory & Permit Control by organizing, filing, & stocking permits for easy access & availability;
Sets up reports to facilitate understanding and ensure clarity for in-house assessment;
Performs other duties as assigned.
Supervision Received and Exercised

This position has no supervisory responsibility over others and works under general supervision from the Section Manager.

High school diploma or GED required;
Additional advanced training beyond high school required;
Minimum of 2 years related experience required.
Knowledge, Skills, and Abilities Requirements
Customer service skills to assist various customers, public, and vendors;
Ability to provide information clearly to customers to ensure understanding;
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals;
Ability to add and subtract two digit numbers and to multiply with 10's and 100's;
Ability to perform mathematical operations using units of American money, weight measurement, volume, and distance;
Ability to read, write and comprehend simple instructions, short correspondence, routine reports and memos;
Ability to effectively communicate and present information in one-on-one and small group situations: to customers, clients, and other employees of the organization;
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions;
Ability to manage and develop solutions to problems involving a few concrete variables in standardized situations;
Ability to manage and accomplish multiple tasks in a small amount of time.

Physical Requirement:
This position is in an office environment conducive with regulated office temperatures & lighting. The noise level can occasionally be moderate. The majority of time is spent sitting; however, the employee has discretion about walking, standing, etc. The position occasionally requires stooping or bending. Light lifting, such as three or four reams of paper, or other materials (up to 20 pounds) may be required.

Additional Requirements
Required Requirements
Computer Skills Assessment
PABC Job Application
Criminal Background Check
Proof of Education, Training Qualifications and Certifications
The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, or working conditions associated with this job.

This is an at-will position; the position may be eliminated at any time, and your employment within the position may be terminated at any time. This and all organization positions are subject to transfer, based on company need.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job. Parking Authority of Baltimore City is an Equal Opportunity Employer and considers qualified applicants without regard to race, color, creed, religion, national origin, sex, age, veteran status or any other protected status under federal, state or local law.
Submit Resume and Cover Letter by Closing Date to
PABC c/o Employment Opportunities, 200 W. Lombard Street, Suite B,
Baltimore, MD 21202 or via email to

The Parking Authority, a quasi-city agency of the City of Baltimore, is an equal employment opportunity employer and strictly prohibits discrimination and unfair employment recruitment, hiring, selection, transfers and promotion. The Parking Authority is a smoke-free and drug-free workplace. We encourage a diverse work environment.